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Using the Actions Feature for Automating and Personalizing Customer Responses

The Actions feature allows you to connect an AI Agent with external tools and APIs, expanding its automation and interaction capabilities. This helps the AI Agent resolve customer queries by providing personalized responses, fetching data directly from external systems without human intervention.

Why is the Actions Feature Important?​

In many cases, employees spend time looking up information from various systems (e.g., Shopify, WooCommerce, Salesforce, internal order management) to answer customer inquiries. This increases wait times and impacts customer satisfaction. Actions solve this issue by enabling the AI Agent to automatically retrieve the necessary information and provide instant, personalized responses.

How It Works​

Banner AI Agent integration

Each personalized response can include a pre-configured API call. The AI Agent automatically determines when to use the API call and provides accurate, timely responses.

You can connect any system with an API, from internal tools to popular third-party services such as Shopify, WooCommerce, Salesforce, Stripe, CRM, and more. This allows the AI Agent to fetch real-time data, such as order status, product information, account details, and more.

Use Cases​

The Actions feature allows connections to various systems, including administrative tools, CRMs, project management platforms, and payment processing services. As a result, the AI Agent can accurately and quickly respond to queries like:

  • "What is the status of my order?"
  • "What subscriptions do I have?"
  • "What are the details of T-shirt?"
  • "My order status #1004"
  • "Can you update my shipping address?"
  • ...and more.

How to Create Action​

  1. Open the AI Agent setting and navigate to the ACTIONS section.
  2. Click Create Action and provide the following details:
    • Name: A short, descriptive name for the Action (e.g., Fetch Product Info, Check Order Status).
    • When to Use: Describe the scenarios in which the AI Agent should use this Action. Provide example customer queries that may trigger it (e.g., "Use this Action when a customer asks about product details, including price, description, and stock availability").
    • Collect Data Inputs: Define the data the AI Agent needs to gather before calling the API (e.g., transaction ID, user ID, product name). Click + Add to add input fields.
    • API Request:
      • HTTP Method: Choose the appropriate method (GET, POST, PUT, DELETE).
      • URL Endpoint: Enter the full API URL. You can use variables (e.g., {user_id}, {product_id}) to pass input data into the URL.
      • Example: https://api.example.com/api/v1/{user_id}.
    • Add Header: Include authentication or other required headers if needed.
    • Live Status: Toggle Action on/off. When enabled, the Action functions while the AI Agent is active.
  3. Save Once all details are filled in, click Create to save the Action. You can edit Actions anytime.

Create AI Agent Action integration

Examples​

  • Get Foreign Exchange Rates:
    • Name: Get Foreign Exchange Rates
    • When to Use: Retrieve the exchange rate between two currencies.
    • Collect Data Input: base_currency The base currency code (e.g., USD)
    • API Request: GET <https://api.exchangerate-api.com/v4/latest/{base_currency}>

Two Ways to Connect​

  1. Using Built-in Add-ons: Quickly connect to platforms like Shopify without coding. This is the fastest and simplest way to set up Actions.
  2. Using Custom APIs: Create custom Actions to integrate with your internal systems via API.

The Actions feature allows the AI Agent to automate more tasks, enhance customer support experiences, and save time for both employees and customers.